The client is a leading retail chain across Middle East and North Africa (MENA) with business spread across 16 countries. It has achieved the highest credit rating (BBB) among privately held corporates in the Middle East.

The company has also invested heavily in data analysis and digital capabilities as well as relevant companies and start-ups that serve multiples channels.

Business Scenario

Intertec proposed to host the entire IT physical Infrastructure at a third party datacenter. The conglomerate has various business units and had a high cost of management and difficulty to handle local support. The conglomerate was growing steadily and required a service provider to support them well for the growth both in terms of incorporating latest technology and support which was missing. Owing to these challenges, the conglomerate was looking forward to outsource the complete User side IT support to an experienced company which brings in industry standard practices skilled resources, discipline, adherence to timelines, as well as deliver services based on defined Service levels.

The management’s objective was to reduce inherent and indirect costs, leading to increased User satisfaction and Productivity which shall improve the overall user experience as well as helps to achieve the company’s vision.